Shep Hyken sits down with Scott Walker, the CEO of ethosIQ, and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities.

TOP TAKEAWAYS:
•Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. This means that metrics like “average handle time” or “time to resolution” can be misleading.
•There are three levels where a company may be at in their roadmap to customer optimization.

1. Intermediate/Operations focused
2. Optimized
3. Strategic

•You can’t guarantee you’re going to keep your best people forever. However, by doing your best to take care of them, and giving them the opportunity to do what they love to do, they will do what it takes to engage with the customer on a higher level.
•When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits.

ABOUT:
Scott Walker is the CEO of ethosIQ. His company uses disparate data to drive the customer journey down to the detail from the cradle to the grave. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. He also started the non-profit Orphans To Executives, which provides much-needed mentor-ship to orphans.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

QUOTE:
“You can easily tell whether or not a company’s leadership cares. All you have to do is look at the employee attrition rate.” – Scott Walker